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Sihong Huang

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    OS03 - Secured Communication in Circle of Care (ID 4)

    • Event: e-Health 2019 Virtual Meeting
    • Type: Oral Session
    • Track: Health Business Process
    • Presentations: 1
    • Coordinates: 5/27/2019, 10:30 AM - 11:30 AM, Pod 5
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      OS03.02 - Clinical Communication & Collaboration at Fraser Health – Secure Messaging (ID 396)

      Sihong Huang, Fraser Health; Surrey/CA

      • Abstract
      • Slides

      Care coordination requires effective communication and the proper communication tools and channels help providers communicate, collaborate and deliver care across the care continuum. There is an emerging need for Secure Messaging (SM) from care providers. Currently, clinicians are using unsecure methods of text messaging to support clinical care by sending personal health information through text messaging on their personal devices. At Fraser Health (FH), Secure Messaging solution has been implemented to allow personnel to securely communicate confidential clinical and corporate information on their corporate and personal devices. The objective was to enable Clinical Communication and Collaboration (CC&C) and layer clinical systems integration capabilities such as, On-Call, alert notifications, MEDITECH modules and pager replacement. Without progress in this space, physicians will continue to insecurely text message colleagues to risk security of sensitive data, patient safety and fall behind in communication efficiency/effectiveness.

      The approach to implement SM was to leverage Enterprise Mobile Management (EMM) platform to support mobile device management of personal and corporate smartphones. Formal project management methodology has been applied. The project first focused on the delivery of procurement, design, build and integration for SM solution in a Proof of Concept (PoC) fashion prior to expanded rollouts. With the successful completion of PoC at one of FH sites, our workflow-based phased rollout approach has been confirmed and supported by a clear Bring-Your-Own-Device (BYOD) strategy. A change management strategy to support a transformational app has been defined to support the wide range of use cases and to manage user expectations. An initial top-down communication and engagement strategy was created and executed to ensure effective rollouts across the health authority, followed by a targeted site-focused engagement so as to bolster the sense of ownership thus increase the adoption.

      The SM solution provides a simplified process for clinical users; supports the enhanced and timely communication between care providers, the coordination of care via optimal & timely decision making between care providers and the enhanced clinical workflow by reducing the need for phone calls/faxing/chasing providers. As part of the completion of PoC, we have conducted lessons learnt and post implementation review. One of the key learnings is to ensure all stakeholders who communicate with one another need to be enrolled. Also, the complexity around supporting various smartphones and BYOD challenge has been identified. Providing SM access to non-privileged physicians presents new questions to our security, privacy, legal and professional practice policies as well as funding model. The challenge of managing expectations for those keenly interested while supporting those concerned with change needs to be balanced and well addressed, top-level executive leaderships' support is crucial and effective.

      Delivering a successful mobile app at an enterprise level requires effective design, implementation, engagement, adoption and use. SM is a basic functionality but could be a disruptive technology if it immobilizes users' access to information and effective communication workflows. The greatest opportunity will come as we integrate systems, interoperability between other Health Authorities and create policies to ensure professional practice are supported.

      140 Character Summary:
      Introducing Clinical Communication & Collaboration solutions to support clinicians? mobile workflow, while effectively securing PHI on personal devices.

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